A months-long CNN investigation has brought to light concerning practices within Airbnb regarding hidden indoor security cameras in rental properties. The investigation reveals:

• 35,000 Complaints: Between 2013 and 2023, Airbnb guests generated 35,000 customer support tickets for hidden cameras and audio recording devices.

• Invasion of Privacy: Authorities have seized thousands of images from hidden cameras, some capturing guests in private moments, including using bathrooms and engaging in sexual activity.

• Lack of Police Notification: Airbnb often fails to inform law enforcement when illegal surveillance devices are discovered, even when minors are involved.

• Host Warnings: When guests report hidden devices, Airbnb contacts the hosts, potentially allowing them to destroy evidence before police can take action.

Airbnb's Response to Allegations

Airbnb has responded to the CNN investigation but stopped short of denying many of the allegations. Key points from their response include:

• New Policy on Cameras: In 2024, Airbnb implemented a policy banning all indoor security cameras in listings.

• Incidence Rate: Airbnb claims that less than 0.1% of global stays result in safety reports, and not all of these are related to security cameras.

• Support Ticket Clarification: They argue that the 35,000 support tickets may include multiple tickets for a single incident, and some may relate to non-invasive devices like noise monitors.

• Arbitration and NDAs: Airbnb defends its use of binding arbitration, noting it's a common practice in consumer agreements and emphasizes that it is often faster and cheaper than litigation.

The Broader Industry Issue

Airbnb isn't alone in facing these challenges; hidden cameras are a broader issue across the short-term rental industry:

• Vrbo’s Policy: Vrbo, another vacation rental platform owned by Expedia Group, also prohibits cameras from capturing the inside of a property and requires all disputes to be resolved through arbitration.

• Transparency Concerns: Like Airbnb, Vrbo faces criticism for potentially keeping these incidents out of the public eye through non-disclosure agreements and arbitration.

• Handling Complaints: Both platforms emphasize that incidents involving hidden cameras are rare and assure that they take swift action when policies are violated.

AAHOA President & CEO Laura Lee Blake recently conducted a LinkedIn poll on this top following a similar report focused on the CNN investigation on hidden surveillance devices in Airbnbs, especially in private areas. The results were eye-opening: 93% found the use of devices disturbing, while 7% said cameras are a way of life!

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